OpenText Aviator Search, powered by AI and natural language processing (NLP), offers a unique way to access and read data seamlessly, regardless of format. Its conversational interface makes it easy for users to interact with their enterprise data, enhancing their roles with the skills of knowledge workers or search analysts. The real-time cloud-based data analysis enables users to quickly find answers, gain insights, and make better decisions.

April 2025: What's new in OpenText Aviator Search CE 25.2

The Aviator Search CE 25.2 release extends the admin capabilities and performance improvements, new usability improvements, and many other additions. The main improvements in version CE 25.2 are listed below:

User enhancements to ease retrieving insight

• Crossing the unhighlighted content to visit the next relevant section in the referenced document: Jumping between relevant chunks within a reference document allows end users to quickly identify and navigate between the highlighted chunks within a reference document, improving speed of reference reading and usability.

Admin UI enhancements

• Continuing enhancements to bring ongoing improvements for the admin user:
  • Admin screens for enrichment module - Admins can now turn off/ turn on speech to text component during an ingestion workflow.  This provides additional control to the customer on the use and consumption of enrichment components.
  • Ingestion time stamps and states provides information to the customer admin about recent ingestion cycle and next ingestion with the use of  time stamps.  Proving time and ingestion cycles and improving usability.

February 2025: What’s new in OpenText Aviator Search CE 25.1

The Aviator Search CE 25.1 release includes enhancements to Q&A, error log improvements for admins and many other additions. The main improvements in this release are listed below:

Identifying the in-house expert

Customers conduct Q&A as normal, now with the ability continue analysis with the best person in your organisation and return to their work better informed.

• Expert Identification added, ranking the authors of the top reference documents based on the initial search.
• Arrive informed with the list of content that gave you the answer and the details of the best person to continue the conversation.
• Add people to data by listing out the content authors in the people tab, allowing you to discover the value of your data by its author not just its location and relevance.

Identifying relevant part of a document

Customers conduct Q&A as normal, now with the ability to see the most important chunk of information used to synthesize the answer highlighted in the reference document.

• Strengthens the evidence pattern by allowing users to understand how an answer is generated.
• Benefits all user types regardless of whether a knowledge worker or a search analyst using Aviator Search.

Admin UI enhancements for error logging

Continuing enhancements to bring ongoing improvements for the admin user.

• New error log page adding a centralised location for easier error viewing and tracking.

November 2024: What’s new in OpenText Aviator Search CE 24.4

The OpenText Aviator Search CE 24.4 release includes various functional and performance improvements, new connectors, file format support and many other additions. 

The main improvements in CE 24.4 are listed below: 

Out of the box connector support

New connectors added for OpenText Content Management, OpenText Documentum Content Management, OpenText Core Content Management, Microsoft OneDrive and The Google Cloud Platform file system.

New connectors to allow customer to collect additional content from Off Cloud and On Cloud repositories, allowing organizations to take their first steps into GenAI. 

• Reduced ESG impact with no need to relocate, you can save costs and with no need to replicate, and save on any ESG expense 

• Safe for Secure verticals who cannot or do not want to place any of their content into the public cloud. 

• GenAI power to local data by allowing access to local content but with a secure index in Aviator Search with trusted link to Google’s LLM. 

Bookmarking a Question

Customers can do Q&A as normal but if interrupted they have the ability to bookmark where they are and then return to that work later. 

• Overcome the challenge of constant changes in requests and requirements in day-to-day work, leaving users half-way through many differing tasks.  

• Access to previous analysis with a streamline process to produce waypoints within work. 

• Pick up where you left off discover increased productivity with the ability to return to an enquiry at the point you left, with no need to restart.  

Admin UI enhancements for error logging 

• Trap Error messages that are exposed in the Admin UI 

July 2024: What’s new in OpenText Aviator Search CE 24.3

Business users have a growing need to rapidly obtain direct answers from their enterprise content in order to complete their work. With no natural language search available across content, they are unable to easily search all content sources and obtain accurate answers fast. Instead, they spend cycles on repetitive tasks or waste hours trying to locate the content they have already been working on. In some cases, upgrading their content platform to a recent version is not a commitment IT has made, yet the business wants to leverage GenAI now.

Aviator Search can now offer a wider reach to your existing data outside of your OpenText platform, allowing you to search through enterprise data securely and across all repositories and data types (structured or unstructured, text, social). This new GenAI solution empowers organizations to untap the rich knowledge and connections hidden in their content.

The Aviator Search 24.3 release includes various functional and performance improvements, new connectors, file format support, and many other additions.

The main improvements in version 24.3 are listed below:

OOTB connector support

• Microsoft Teams, Extended ECM, Documentum and Microsoft SharePoint Online – New connectors to allow customers to collect collaborative video meetings/chats for retrospective analysis and/or content retrieval.

Simple Admin UI for managing ingestion workflows

• Customer admins can start/stop an ingestion workflow, as well as delete a repository or define new one. 

Q&A on Teams chats and recorded meetings

• Customers can do Q&A on the transcripts of meeting recordings and chat documents. Customers can also view the recording in an in-app viewer.

• All pronouns and references in the questions are resolved and a rephrased question with resolved pronouns is shown to the end user to have more clarity on what question is being answered by Aviator Search.

Focused investigation

• Customers can focus their research or investigation within a specific individual document and quickly understand lengthy content.

Single document retrieval search

• Customers can now retrieve a single specific document. E.g. Get me the release notes of Aviator Search 24.3.

Re-direction to source system

• Users can now redirect their search back to the source repository or system for a reference document, allowing users to then use the native interfaces on that file.

Suggested follow-up questions

• To help keep the conversation going, Aviator Search suggests follow-up questions based on the active conversation.

The post What’s new in OpenText Aviator Search  appeared first on OpenText Blogs.

The customer journey has long been more than just a visualization of a customer’s ideal path through services offered. It is a powerful tool for understanding customer behavior, personalizing communication on behavioral insights, and optimizing the customer journey for the benefit of both, your customer and your organization.

Effective customer communication is crucial to the success of an organization in today's hyper-competitive business landscape. The customer journey, which describes the customer's path from the first awareness of a product or service to purchase and beyond, offers a valuable framework for optimizing this communication. By understanding the different stages of the customer journey, organizations can align their communication strategies to meet the needs and expectations of customers at every stage. 

Four ways to optimize customer journeys

Take your customer communications to a new level by considering these four aspects:  

1. Personalization: Customers expect personalized experiences tailored to their individual needs and preferences. Organizations can achieve this by collecting and analyzing behavioral data along the touchpoints to develop a detailed understanding of their customers. Use this data to create personalized messages, offers and recommendations that are relevant and engaging for the customer. Monitor with journey analytics the increase of key indicators for personalization success - such as email open rates, click-through rates and conversion rates. 

2. Omnichannel communication: Customers use a variety of channels to interact with organizations, including email, social media, chat, phone and sometimes even letters and fax. Organizations need to ensure that their communications are consistent and seamless across all channels. This means that customers should be able to smoothly switch from one channel to another without losing context or having to repeat entering information. Through journey event pipelines, you integrate all communication channels into a centralized SaaS platform that ensures customer service agents can access all customer interactions, regardless of which channel the customer has chosen. Observe with journey analytics the change of key indicators for omnichannel communication – such as the positive customer satisfaction/sentiment and the decline of response times.  

3. Proactive communication: Customers appreciate when organizations proactively reach out to them, remind them, and provide them with relevant information or support. This can be in the form of emails with product updates, select notifications about special offers, or proactive customer service. Use journey analytics to identify these moments when proactive communication could be valuable and use journey orchestration to automate a follow-up with customer communications. Track with journey analytics the upturn of key indicators for successful proactive communications – such as conversion rates and strengthened the customer relationship. 

4. Continuous improvement: The customer journey is not static. Customers’ needs and expectations change over time. Organizations must therefore continuously review and improve their communication strategies to ensure they remain relevant and effective. Collect your customers’ feedback regularly with journey surveys or through the contact center. Analyze this data to identify areas for improvement and test potential journey advancements. Use journey analytics to track key indicators of improvement with different journey versions – such as time series analysis of customer satisfaction and conversions. 

Optimizing customer communication along the customer journey is an ongoing process that requires commitment and investment. By considering the above aspects, organizations can develop an effective communication strategy that strengthens customer loyalty, increases customer satisfaction and ultimately boosts customer success. 

With OpenText™ Core Journey, OpenText™ Core Messaging and OpenText™ Communications in OpenText™ Experience Cloud, journey managers can easily track the time customers spend at each stage, identify where drop-offs occur, and pinpoint the most engaging touchpoints. With these insights, your team can address weaknesses and optimize communications that drive better outcomes through journey actions directly triggering OpenText Communications. This ensures timeliness and eliminates unnecessary delays. 

Are you ready to bring your customer communication strategy to the next level? Discover the game-changing potential of OpenText Core Journey and optimize your customer communications.

The post Customer communications: how the customer journey shows the way appeared first on OpenText Blogs.

The pressure on insurance companies has never been higher. The increasing competition for both customers and employees has cast a light on the need for high customer and employee satisfaction while also managing costs so that premiums can be market competitive. On the surface, this balancing act appears unwinnable, especially in an industry that has long relied on onsite knowledge workers, extensive documentation, and manual multi-step workflows for key operations such as claims processing. 

How can insurers deliver fast, knowledgeable customer service to a market that increasingly communicates digitally by text and instant messaging? By joining the industry leaders who are embracing AI technologies, including generative AI content management, and are expecting 20-30% reductions in loss-adjustment expenses, as well as reductions in claims payouts. These leaders know that AI and automation is foundational to support successful customer-facing employees who are in limited supply and a must-have to satisfying and retaining customers.  

Deliver key information faster and easier to frontline staff with an AI content assistant

Starting with the first notice of loss (FNOL), your customer reaches out for help while in a difficult situation and feeling uncertain about what the claim processing experience will be like. Likewise, the assigned insurance claims rep is equally interested in a quick and successful resolution – to feel effective and positive about their role. Fortunately, even though the claims rep is new to the account, they can quickly ramp up their knowledge by typing questions into an AI content assistant available within the insurer’s content platform, such as OpenText™ Content Aviator, available for OpenText content management platforms. Within seconds and with no manual shifting through systems and documents, the insurance claims rep has this key information and is ready to help the customer get a quick resolution to the claim.  

• Summary of the customer’s claim 
• Required list of documents to close the case 
• Similar cases that closed quickly without escalation 

Empower employees to focus on higher value tasks  

Still interacting with OpenText Content Aviator, the insurance claims rep requests text to send to the customer based on these prompts: 

• customized for the specific claim 
• includes a list of the required information that is needed 
• written in the customer’s preferred language 

The insurance claims rep uses a simple click to copy the communication and pastes it into the right communication channel for the customer. Now they can focus on complex claims that need human intervention – a much better use of their time than manually searching knowledge bases and communication templates for the right fit and language of content to send.  

Satisfy customers with accelerated processes by knowledgeable support teams and AI content management 

Throughout the claims processing experience, customers feel reassured working with a customer support team that has all their account information and knows how to smoothly move to the next steps. Customer satisfaction and retention improve by avoiding delays, eliminating unnecessary asks of the customer, and interacting with a confident customer support team. Check out this demo video of GenAI and OpenText Content Aviator to see an insurance adjustor and AI content assistant in action. 

Go a step further with intelligent document processing solutions 

Even with GenAI assisting frontline staff, insurers need to integrate AI into claims processing backends. Intelligent document processing enhances both speed and accuracy when capturing actionable data from inbound documents. 

OpenText intelligent document processing solutions use machine learning and large language models to automate document capture, recognition, and classification. This automation significantly reduces the time and effort required to process claims, leading to faster resolutions and improved customer satisfaction.  

IDP solutions accurately extract relevant information from claims forms, policy documents, and customer correspondence, giving claims adjusters immediate access to the information they need to make informed decisions, without manual data entry or extensive document searches. 

Explore OpenText Capture and IDP solutions and take OpenText Content Aviator for a test drive to see more ways to supercharge insurance claims processing.

The post Supercharge claims processing with an AI content assistant and IDP appeared first on OpenText Blogs.

Let’s face it: plain old SMS is starting to feel... well, a little 2005. Customers today expect more from their omnichannel messaging experiences — and guess what? OpenText™ Core Messaging is stepping up in a big way. 

We’re excited to announce that rich communication channels such as WhatsApp and RCS are on the horizon — and they’re bringing with them a whole new world of interactive, secure, visually rich business messaging. 

What’s new? It’s not just text anymore 

Say goodbye to boring SMS text threads. With WhatsApp and RCS (Rich Communication Services) Business Messaging, you’ll be able to deliver: 

• Media-rich content (images, videos, maps!) 
• Location sharing 
• Quick reply buttons 
• Cards and carousels that let users browse, book, or buy — all in one chat 

It’s not just messaging. It’s an interactive experience. Whether you’re confirming an appointment, promoting a new product, or helping someone book a service — everything happens inside one sleek, seamless conversation. 

Security? It's built right in 

Worried about spam or sketchy senders? Don’t be. 

• WhatsApp Business requires strict Meta-verified registration — you have to prove you're legit before you can message at scale. 
• RCS, backed by Google, has its own vetting standards to keep bad actors out. 
• And while OpenText Core Messaging gives you seamless access to both platforms — we just make sure you're plugged into the right, verified ecosystem. 

Your messages? Safe. Your brand? Trusted. Your customers? Confident. 

Why it matters — especially to Gen Z (and the rest of us) 

Let’s be real: Gen Z doesn’t just want to receive a message — they want to interact with it. Scrollable carousels, tappable replies, media-rich previews... it’s the new standard. 

These upcoming features are purpose-built for the next generation of digital customer experiences — and businesses that adopt them early will stand out in a sea of static text. 

TL;DR: Messaging, but make it awesome 

With WhatsApp and RCS channels, OpenText Core Messaging will help you: 

• Engage customers where they are 
• Create richer, smarter, automated conversations 
• Build trust with verified, secure interactions 
• Drive better outcomes (and look really good doing it) 

So go ahead — ditch the dusty SMS templates and step into the future of omnichannel messaging. Your customers (and your ROI) will thank you. 
 
Want to be among the first to roll out rich messaging at scale? Stay tuned — the future of business messaging is arriving soon, and it’s looking very good. 

The post Messaging just got a major glow-up appeared first on OpenText Blogs.

To gain and retain customers, organizations must continually improve efficiency and enhance customer satisfaction. In response, intelligent document processing (IDP) emerged as the solution to deliver the speed and accuracy that are critical in customer service workflows. By leveraging advanced technologies like artificial intelligence (AI) and automation, intelligent document processing solutions transform how organizations handle customer interactions and manage information.

The role of intelligent document processing solutions in customer service

Intelligent document processing solutions automate the capture, classification, data extraction of various document types, and then deliver process automation based on the actionable data. IDP is vital in customer service scenarios where timely and accurate information is crucial. When a customer submits a question or a complaint, imagine how much quicker your response will be when you automatically process the relevant documents—such as emails, forms, or scanned images—and route them to the appropriate department!

IDP is valuable across industries. A financial services company can use IDP to automate the processing of loan applications to reduce the time required to approve loans and improve customer satisfaction. Similarly, a healthcare provider can use IDP to manage patient records more efficiently and ensure that critical information is available when needed.

Streamline customer interactions

Traditional customer service processes often involve manual data entry and document handling, which can be time-consuming and prone to errors. IDP automates these tasks to reduce the workload on customer service representatives and allow them to focus on more complex and value-added activities.

For example, OpenText intelligent document processing solutions integrate seamlessly with Salesforce to enable automated data capture and customer service workflow management. This integration ensures that customer information is accurately captured and readily available, enhancing the overall customer experience.

Improve response times and accuracy

Delays in processing customer requests lead to dissatisfaction and lost business. IDP speeds up response times and improves the accuracy of the processed information. Consider a scenario where a customer submits a support ticket with attached documents. An IDP solution can quickly analyze the content of these documents, extract relevant data, and update the customer service system or CRM. This allows customer service representatives to access all necessary information instantly, enabling them to resolve issues more efficiently.

Enhance compliance and security

Customer service departments often handle sensitive information that they must manage in accordance with regulatory requirements. To help maintain compliance and build customer trust, IDP solutions accurately classify documents and enrich them with metadata to enable secure storage and easy retrieval.

Real-world impact of intelligent document processing solutions

Many organizations have successfully implemented intelligent document processing solutions to elevate their customer service and customer support. Plus, they supported their organizational sustainability programs by reducing the use of paper! Here are a few notable examples who use OpenText IDP solutions:

• ENGIE Italia: To delight their energy customers and foster long-term loyalty, this company automated the processing of almost 500,000 pages of energy contracts, customer claims, payment instructions, and more. They accelerated delivery of documents to customer service agents from three days to 30 minutes, enabling faster support.
• Department of Social Development, Republic of South Africa: This public sector organization transformed its social assistance appeals processes from manual, paper-based workflows to intelligent document processing. As a result, they accelerated their case handling rate from less than 50% to over 98%, reduced case resolution time to meet targets, and earned citizen trust and confidence.
• National Bank for Agriculture and Rural Development: This government-owned bank digitally transformed its case management processes from manual, paper-based workflows to efficient digital workflows. They saved over 2.4 million pages of paper, reduced CO2 emissions by 10 tons, and processed more than 120,000 digital cases

These examples highlight the tangible benefits of adopting IDP to accelerate and better support customer service workflows, showcasing reduced resolution times and better customer experiences.

Are you ready to learn how intelligent document processing solutions can help your organization focus on delivering world-class customer service and support, not chasing customer data?

The post Elevate customer service with intelligent document processing appeared first on OpenText Blogs.

OpenText and Salesforce have been innovating together since 2016, integrating our leading content management solutions for Salesforce to empower Sales and Customer Service teams with 360-degree customer view and process automation. Now, we’re elevating our solutions with GenAI to deliver smarter, more efficient workflows. 

AI adoption surges, driving the need for trustworthy data

AI is transforming Sales and Service: 83% of AI-powered sales teams saw revenue growth, and 93% of service teams report time and cost savings [1]. But with AI adoption surging, 98% of Sales leaders stress the need for accurate, secure, and compliant data [1]. OpenText Content Cloud solutions provide the foundation for trustworthy AI, further strengthening our integrated solutions with Salesforce. 

OpenText and Salesforce: Advancing AI innovation

Last year, we integrated OpenText™ Content Management for Salesforce and OpenText™ Core Content Management for Salesforce with OpenText™ Content Aviator, delivering AI-driven insights.  At Dreamforce 2024, OpenText was selected as a launch partner for the Agentforce Partner Network, showcasing how Content Aviator integrated with Agentforce speeds up claims processing.  Now OpenText is proud to lead as an AI innovation partner with our solution available on Salesforce’s new AgentExchange marketplace to deploy AI agents easier than ever.

Uncover AI insights to drive Agentforce actions

OpenText Content Aviator for Agentforce AI integration empowers Sales and Customer Service teams with AI-driven actionable insights to boost productivity and accelerate processes.  

OpenText Content Aviator extracts valuable AI-driven insights from unstructured data such as documents, contracts, emails and other sales and customer content in OpenText Content Management which is accessed directly in Salesforce. Agentforce then leverages this locked away critical business information to make informed, data-driven AI Actions to maximize efficiency.  

Key benefits:

• Find, summarize, and translate business workspace content, directly with Agentforce. For example, Sales representatives can summarize a customer buying trends and upsell products that resonate or a Customer Service agent can easily summarize and resolve a claim. 
• Seamlessly update your Salesforce information with Content Aviator insights, reducing manual entry and errors. 
• Interact with customers more intelligently: Personalize email responses with Content Aviator AI insights; then create and send it from Agentforce. 

Results:

• Sales teams close deals faster with AI-powered insights. 
• Customer Service delivers more accurate, personalized support to keep customers. 
• Claims processing becomes seamless and efficient. 

OpenText Content Aviator for Agentforce is integrated with OpenText Content Management CE 25.1 and will expand to OpenText Core Content Management SaaS in CE 25.3. 

Future AI integration strategy

AI innovation is accelerating, and we’re just getting started. Salesforce is a key strategic partner in OpenText’s overall AI-to-AI integration strategy, and this integration is the first phase.   

OpenText is expanding AI-driven Agent actions across the entire content lifecycle—from capture to management to delivery. Future enhancements will also include: 

• Additional AI agents for Sales and Service. 
• Industry-specific solutions, starting with banking and insurance use cases. 
• Bi-directional AI responses, blending insights from both AI systems for superior automation and data quality. 

The future of AI-driven customer engagement is here, and OpenText is proud to lead this transformation alongside Salesforce. 

Experience AI-powered efficiency

Explore OpenText Content Aviator for Agentforce on Salesforce AgentExchange, and visit the Salesforce AppExchange to see all our joint solutions.

The post Unlock the power of AI integration with OpenText and Salesforce appeared first on OpenText Blogs.

Many utilities now realize that a poor customer experience (CX) can put their organizations at risk, whether it’s reputational risk, or regulatory, financial or compliance risks. Risk mitigation is often thought of as a defensive tactic, but there are opportunities for utilities to play offense—especially when it comes to experience.

In a recent webinar with Forrester, we discussed how CX can help utilities mitigate risk by increasing revenue, decreasing costs, and increasing resiliency. Specifically, we looked at how an excellent customer experience can help utilities sell more products to existing customers, acquire new customers, and reduce customer support complaints. The same focus on a total experience can create operational efficiencies and improve employee retention by automating or streamlining processes.

But today, there is no customer experience without employee experience. This means it’s not possible for utilities to create a good customer experience without first creating a similar experience for employees. Both sides of the experience need to access common content, data, and process steps across all points of interaction – web, mobile, communications, contact centers, and many others.

In other words, it’s no longer enough to focus only on CX. Delivering a great customer experience requires a shift in thinking beyond the customer to consider total experience (TX).

Bringing customer experience and employee experience together

Creating long-lasting customer experiences and relationships is contingent on the employees that directly or indirectly serve your customers. Organizational, technology, and process barriers often stand in the way.   Think of TX as an approach and strategy, and ask yourself how will a new experience or a change impact other connective points?  Did I just create another silo?

Total experience (TX) brings together employee experience, customer experience and user experience to create a superior experience across (and beyond) the business, underpinned by technology. TX can increase both customer and employee satisfaction and loyalty, while also increasing productivity.

Operational experience (OX) connects business operations with CX and EX to deliver a TX strategy. Without this connection, organizations face weak business outcomes and disengaged employees due to digital friction. By prioritizing OX, organizations can align business operations with business needs to improve the speed and efficiency of transactional processes which ultimately impact CX and EX.

For example, employees expect the processes and systems they use in their day-to-day activities to make their jobs easier, not hinder them. Breaking down data siloes and providing a single source of the truth can ensure your employees have access to the information they need, when and where they need it. Automating mundane processes or simplifying complex ones can let your employees spend more time on their core tasks—including delivering an excellent experience to your customers.

Sustainability and total experience

Just as there can be no customer experience without employee experience, there can also be no sustainability without social relationships.

Utilities are leading the communities they service down a sustainable path, and they have a significant role to play in helping their customers transition to a more sustainable future. This, in part, involves equipping their employees to be the guides down this path.

For example, customer support and marketing departments can play a critical role in helping customers transition to a more sustainable future. How customers navigate your website, how they interact with your call centers, how they receive personalized communications, and how they learn best practices in their energy consuming habits are all examples of how employees influence customers’ sustainable journey.

These are also all examples of unstructured information in the customer journey. Now more than ever, it is imperative that utilities have a digital experience platform to structure this information across the entire customer journey so that they can partner with, guide and even lead consumers to a sustainable future.

Guiding customers to a more sustainable future with an experience platform

The entire customer experience lifecycle—from attracting, to acquiring, to serving, to delighting and, most importantly, retaining—is cluttered with unstructured information. Utilities need customer experience technology that also prioritizes the employee experience to capture, organize, and integrate these insights—allowing them to provide an excellent TX while also helping their customers move towards a more sustainable future.

Utilities should consider a platform that is designed to modernize the entire customer journey process. This doesn’t have to be all at once. Utilities can take a modular approach in modernizing the customer experience as they—and their customers—are ready.

OpenText allows utility companies to manage experiences across the entire customer journey through all channels: websites, customer portals, personalized communications, self-service solutions, and call centers. As a modular solution, Experience Platform allows organizations to build block by block and integrate with their existing technology stack as they’re ready to modernize each step the customer will take in their journey towards sustainable energy consumption.

Learn more about how OpenText can help you develop and execute a total experience strategy.

The post The total experience imperative for utilities appeared first on OpenText Blogs.

In today's digital world, financial institutions need to make their Know Your Customer (KYC) and customer onboarding processes faster and more accurate. Traditional methods, which rely on manual paperwork, can't keep up with modern CRMs and customer expectations. Intelligent document processing (IDP) offers a solution to digitize and automate these tasks.

How IDP solutions help with KYC and customer onboarding

Intelligent document processing uses artificial intelligence (AI) and machine learning (ML) to automate the capture, classification, and extraction of data from documents. Then that data enables process automation for faster and more accurate workflows.

KYC compliance: Financial institutions follow strict KYC rules to prevent fraud and money laundering. Traditionally, organizations manually check customer documents, which is time-intensive and error-prone. With intelligent document processing solutions, documents like passports, utility bills, and bank statements undergo automatic scanning and precise data extraction. This ensures that organizations capture all necessary information accurately and quickly, reducing the risk of non-compliance.

Customer onboarding: A new customer first interacts with a financial company during the onboarding process – the crucial experience for setting the relationship tone. IDP solutions automate the collection and verification of customer information, speeding up the process and reducing errors. This leads to higher customer satisfaction.

Intelligent document processing in action

Digital transformation in banking

A leading multinational bank replaced paper processes with digital workflows, significantly accelerating customer onboarding and improving satisfaction while reducing environmental impact and laying the foundation for future cloud and AI innovations.

Digital evolution in insurance

MSIG Asia, an international insurance company, built a seamless digital experience for business users and customers, and enabled adaptability to meet the changing needs of self-service.

Benefits of IDP solutions

• Speed and efficiency: intelligent document processing reduces the time needed to process documents, enabling faster customer onboarding and KYC compliance.
• Accuracy: Automated data extraction minimizes errors, ensuring accurate capture of customer information.
• Customer satisfaction: Faster processing times and fewer errors lead to higher customer satisfaction and retention rates.
• Cost savings: By reducing manual work, intelligent document processing solutions lower operational costs and improves overall efficiency.

Are you ready to learn how IDP solutions can help your organization focus on selling, not chasing customer data?

The post Transform customer onboarding with intelligent document processing solutions appeared first on OpenText Blogs.

OpenText™ Content Aviator puts AI into the hands of business users to leverage conversational search, discover content, or even summarize a document or workspace, offering new ways to interact with content and extract knowledge. Content Aviator enables organizations to combine the power of generative AI and large language models (LLMs) with OpenText content services platforms, including OpenText™ Core Content Management, OpenText™ Documentum™ Content Management (CM) and OpenText™ Content Management (Extended ECM), to make document management, knowledge discovery, and business process automation more efficient, effective and intelligent.

March 2025: What’s new in Content Aviator CE 25.1

Announcing Salesforce Agentforce integration 

We're excited to announce the availability of our first phase of AI-to-AI integration between OpenText Content Aviator and Salesforce Agentforce. This new integration available for OpenText Content Management CE 25.1 empowers Sales and Customer Service teams with AI-driven enhanced actionable insights to boost productivity and accelerate processes. It enables users to:    

• Discover relevant information fast and easy: Find, summarize, and translate business workspace content, directly within Agentforce. For example, a Sales rep can summarize customer buying trends and upsell products that resonate or a Customer Service agent can easily summarize and resolve a claim. 

• Seamlessly update your Salesforce information with OpenText Content Aviator insights using AI-to-AI integration, reducing manual entry and errors. 

• Interact with customers more intelligently: Write personalized email responses in OpenText Content Aviator and send from Agentforce. 

With this integration between Agentforce and OpenText Content Aviator, sales teams gain content-driven insights to close deals faster; Customer Service responds more accurately and personally to retain customers; and claims are processed and resolved more efficiently.  

Find it on Salesforce AppExchange and on the just announced Salesforce AgentExhange marketplace.  

November 2024: What’s new in Content Aviator CE 24.4

OpenText Content Aviator is now integrated with OpenText™ Information Archive to revolutionize how IT data managers interact with legacy content and archived data. Through OpenText Content Aviator’s intuitive LLM-powered chat interface, users can easily access, retrieve, and summarize archived data using natural language.

The integration of OpenText Content Aviator with OpenText Information Archive provides rapid insights to unfamiliar archived content, greatly enhancing productivity while assuring sensitive and proprietary information remains secure and adheres to organizational security protocols. OpenText Content Aviator enables smarter, faster, and safeguarded data retrieval from archived systems, making it an indispensable part of the end-user experience when accessing vast amounts of legacy content. 

OpenText is also pleased to announce the availability of a new 30-day free trial that allows customers to experience the power of OpenText Content Aviator with OpenText Content Management (Extended ECM).  Customers receive their own dedicated, OpenText Content Aviator-enabled business workspace to upload their own sample documents specific to their own use cases in this completely self-service experience.  Try Content Aviator today!

July 2024: What’s new in Content Aviator CE 24.3

Customers using OpenText Content Management (Extended ECM) CE 24.1 and later on-premises can now deploy OpenText Content Aviator by accessing it through the OpenText Content Cloud in a hybrid configuration. This means no content must be migrated, but Aviator-related data and AI queries will use the cloud. Content Aviator is currently available on Google Cloud, but future 2025 releases will support Amazon Web Services and Microsoft Azure cloud configurations.  

OpenText is also pleased to announce the availability of a new interactive demo showcasing the power of Content Aviator with Extended ECM.  Customers can sign up for this risk-free demo and try Content Aviator with pre-built, out-of-the-box scenarios for Insurance, Real Estate and HR. This interactive experience allows customers to get started with Content Aviator immediately with the freedom and flexibility to ask their own questions and try all the latest features of Content Aviator such as summaries, translation, content generation and more, all at their own pace.  Additional scenarios and new features will be added to the interactive demo in future releases. 

October 2023: Introducing OpenText Content Aviator

Transform user productivity with an AI-powered intelligent assistant

OpenText is excited to introduce OpenText™ Content Aviator, an AI-powered intelligent assistant now available for OpenText Core Content (CE 24.1 release), Extended ECM (CE 24.2 release) and Documentum (CE 24.3 release) customers.  Content Aviator empowers business users with AI content management and the ability to leverage an interactive chat interface and conversational search to quickly discover  content, summarize or translate a document or workspace, and draft content such as emails. By quickly providing relevant answers to natural language questions, Content Aviator eliminates tedious, manual tasks to help you get work done – faster. 

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Let's talk about relationships. No, not the kind that end with a heart-shaped box of chocolates (though we'll get to expensive gestures in a minute). We're talking about your relationship with your customers—and why ghosting them might be costing you more than a bad Tinder date.

Here's a sobering thought: businesses are losing $3.7 trillion globally each year due to poor customer experience and service.[1] That's a lot of broken hearts and empty wallets. And just like that ex who "could have made it work if only you'd tried harder," 80% of customers who walked away say they would have stayed if they'd received better treatment.[2]

The dating phase vs. the long-term commitment

We've all been there: putting our best foot forward during those early dating days. But here's where business and romance perfectly align: the honeymoon phase matters. A whopping 86% of new customers will stick around after a successful onboarding experience.[3] Think of it as nailing that crucial first impression. But here's where things get serious. Just like marriage, customer success requires:

1. Unwavering commitment

Remember those vows about "for better or worse"? In business terms, that translates to supporting your customers through their challenges and successes. And unlike your last relationship, this one comes with receipts—it costs 5-25 times more to attract a new customer than to keep an existing one.

2. Rock-solid communication

Just as "I'm fine" rarely rings true in a marriage, 78% of customers expect brands to read between the lines and understand their needs.[4] And they're not exactly patient—52% expect responses within an hour on social media.[5] No pressure, right?

3. The personal touch

Remember how impressed your partner was when you remembered their coffee order? 80% of consumers are more likely to stick with brands that offer personalized experiences.[6] It's the business equivalent of remembering anniversaries, only with better ROI.

Red flags and deal-breakers: How to lose a customer in 10 days

Want to know how to lose a customer faster than you can say "it's not you, it's me?" Here are some classic relationship killers:

• Making them jump through unnecessary hoops (nobody likes a complicated relationship)
• Sending irrelevant messages (the business equivalent of texting "hey" at 2 AM)
• Forgetting the human touch (turns out, automated responses are the cold shoulder of customer service - relevant and empathetic customer communications always win)

Despite 62% of decision-makers claiming customer success is a critical priority, only 41% have put a ring on it by integrating it into their strategy according to the OpenText^TM MarketPulse Survey for Digital Experience. And just like relationship problems, the obstacles are real:

• 41% blame it on budget constraints (the business equivalent of "I can't afford date night")
• 36% point to skill gaps (we all know that feeling of not knowing what we're doing)
• 34% struggle with poor internal communication (the corporate version of "we need to talk")

Making it last: customer love pays dividends

A satisfied customer is 91% likely to make repeat purchases and spread the good word about your brand. It's like having a whole army of admirers singing your praises.[7] And just like modern relationships, there's data to track how things are going: 73% of high-performing customer success teams use health scoring to monitor satisfaction.[8] Think of it as couples therapy, but with spreadsheets.

In a world where 64% of people value customer experience over price,[9] treating customer relationships like a casual fling is a recipe for disaster. The math is simple: invest in the relationship, reap the rewards, and avoid becoming another heartbreak statistic.
So this Valentine's Day, maybe it's time to ask yourself: are you ready to commit to your customers wellbeing? Because in both love and business, it's not just about making connections—it's about making them last.

And if you're wondering how to avoid ending up in the customer relationship doghouse, join our upcoming webinar "5 Ways to Lose a Customer." We'll show you how to turn those awkward customer moments into your competitive edge. Save your spot! Register Today!

[1] Qualtrics, 2024.
[2] Qualtrics XM Institute.
[3] Wyzowl, 2024.
[4] Salesforce.
[5] Emplifi, 2024.
[6] Epsilon.
[7] American Express.
[8] Totango.
[9] Custify, 2024.

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